VTS/IT Help Desk Technician

Title: VTS/IT Help Desk Technician

Hiring Range: $22/hour - $25/hour

Agency: Department of Motor Vehicles

Location: IT SERVICES

Agency Website: www.dmvnow.com

Recruitment Type: General Public - G

Job Duties

Virginia’s Department of Motor Vehicles (DMV) is looking to hire multiple VTS/IT Help Desk Technicians for providing level 1 help desk support for Verizon Cloud based services that include VCE and VCC Virtual Contact Centers.

The incumbent in this position is responsible for managing all service requests, incidents, assisting with problem management, and with solution management in regard to Verizon Softphones, Virtual Contact Center programming (including add / change / move requests) and e911. The Voice Technology Services/IT Help Desk Technician will be responsible to coordinate with internal and external groups and vendors, that are crucial to DMV's Service Delivery, regarding service outages and degradation of services that require time sensitive services to be brought to a full resolution in an efficient and timely manner.

DMV headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations.

Minimum Qualifications

• Experience with Verizon Virtual Contact Center and Verizon Communication software
• Experience with Microsoft Active Directory and managing user accounts.
• Experience troubleshooting IP and DNS related incidents.
• Experience troubleshooting Microsoft Windows 7, 10 and 11.
• Experience troubleshooting Microsoft 365 Office Products.
• Experience troubleshooting G-Suite applications.
• Experience working with Incident/Request Management systems.
• Experience working with two-factor authentication.
• Experience using remote desktop tool sets, such as RDP or LogMeInRescue.
• Flexibility in scheduled shifts during business hours based on business need.

Preferred Qualifications:

• BS/BA in IT, Computer Science or relevant field; or equivalent combination of training and experience.
• Experience in a call center technical help desk is preferred.
• Ability to diagnose and resolve basic technical issues.
• Customer-oriented and cool-tempered; ability to work under pressure during critical business service outages.
• A demonstrated ability to communicate effectively both orally and in writing.
• A cooperative and team driven attitude with respect to all people and partners involved with the IT Help Desk's ability to resolve service requests and incidents.
  
• Assist with mentoring and / or peer coaching with respect to technical troubleshooting and trouble ticket resolution through Google Meets or Microsoft Teams.
• Special Instructions: 

RMS provides a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your RMS account to check the status of your application for this position.

Telework available as per state policy stipulations.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience as well as years of experience in order to properly assess your skills in the screening process. Candidates are evaluated on the basis of information provided in the application materials. Missing information cannot be assumed.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-9728 for assistance.

Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT

These are hourly/wage positions limited to 29 hours per week. This position does not include retirement, benefits, or annual leave.

Contact Information:

Name: DMV Employment

Phone: 804-367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.